Technical Support Services
Call Statistics for January 2008
Cross-Team Tidbits
-- A wing construction efforts
--
Working with Library on first stage of GoPrint expansion
Other Projects
-- Housing Emergency Phone
-- Major update Windows 2k and XP build (Gateway computer transformed from Intel to ECS motherboard.)
-- Fire station alarms
-- McAfee 8.5 install & update to Windows Vista, XP and 2k
--
AV security
--
Mac 10.5 review
--
Directory Integration with OS 10.5.2 review
| Stats: | |
| Calls and Work Orders | Jan |
| Computer h/w and s/w installs ready or in progress | 10 |
| Computer support calls in progress (Total) | 149 |
| New Computer Support Requests this month (open) | 238 |
| Completed Computer Support Requests this month (closed) | 271 |
| Open Repair/Project Work Orders | 78 |
| Work Orders Closed last month | 153 |
| Top 10 Requested HD Services: | |
| Category | Count |
| Installation | 57 |
31 |
|
| Software | 28 |
| Printer (nw) | 27 |
| Hardware | 27 |
| System | 15 |
| Network | 12 |
| Assets | 12 |
| Accounts (maintenance) | 12 |
| Other | 9 |
| Time to Resolution: | |
| Calls closed within: | Jan |
| 1 day | 122 |
| 2 days: | 7 |
| 3-5 days | 22 |
| more than 5 days | 102 |
| Average Call Duration | 15.97 |
| Customer Satisfaction Survey Responses: | |
| Category | % |
| Courteous | 100 |
| Knowledgeable | 100 |
| Faster than expected | 61.2 |
| As fast as expected | 35.9 |
| Slower than expected | 2.6 |
| Overall satisfaction | 4.9 (out of 5) |
Notable Customer Comments - good and bad (if any)
-- These guys were great!
-- Nigel is great! he anticipated, then solved a problem with the software he was to load on my computer
-- ordering time slow, but probably just the way systems work
-- You guys are always great!!!! I've always had a good experience whether by phone or in person.
-- Jeff was terrific! Thank you very much.
-- Nigel was excellant! Thank you!
-- Whoa---impressive. Helpful and responsive. Great support for a new "kid on the block".
-- Sam did an awesome job!
-- You all are the best in the business. I have never gotten anything but great service and great advice when I deal with Tech Support Services.